Forward Deployed Engineer – Churn Prevention

Key Responsibilities

• Act as the technical vanguard for strategic accounts, ensuring rapid time-to-value, seamless integration, and long-term platform stability.
• Operate within Specialized Renewal "SWAT" Teams: Conduct proactive system health checks, complex configuration tune-ups, and architectural optimizations for at-risk accounts or those with upcoming renewals, ensuring the platform runs at peak efficiency.
• Enable Executive Sponsorship Programs: Equip internal executive sponsors with deep technical insights, architecture roadmaps, and telemetry data to facilitate high-level, peer-to-peer alignment and unblock technical escalations.
• Drive Value Realization: Map technical milestones and system outputs directly to the customer's original business success criteria, providing concrete data and technical narratives for Quarterly Business Reviews (QBRs).
• Leverage Customer Success Telemetry: Continuously monitor real-time system performance, API error rates, and usage telemetry to proactively identify, troubleshoot, and resolve technical bottlenecks before they impact the customer experience or escalate into churn risks.
• Deliver Continuous Enablement and Training: Act as the ultimate subject matter expert to the client's engineering and operations teams, providing targeted "train-the-trainer" sessions, custom technical documentation, and best practices to mitigate knowledge loss resulting from client staff turnover.
• Collaborate closely with internal Product and Engineering teams, routing customer feedback, edge-case requirements, and integration challenges directly into the product development lifecycle.
• Serve as the primary escalation point for complex, high-stakes technical issues that fall outside standard support workflows, ensuring rapid resolution and maintaining customer trust.